Application Support Engineer

IDEMIA Secure Transactions, a division of IDEMIA Group, is the leading technology provider making it safer and easier to pay and connect. With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2,000 financial institutions, mobile operators, automotive manufacturers, and IoT providers worldwide. Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience.

The Application Support Engineer is a customer-orientated role, which is responsible for maintenance and implementation of system components deployed by IDEMIA and involves cross-functional interaction with Services.  

We are looking for a candidate to 

• Monitor in real time IDEMIA services. 
• Make technical investigations for all issues observed in Monitoring/Customer incidents. 
• Apply workarounds for the known issues.
• Offer first response to IDEMIA customers complying with strict SLAs. 

• Customer oriented, focused on problem resolution. 
• Advanced level of English.
• Basic knowledge in Microsoft SQL Server 2016
• Basic knowledge in managing technology development projects.
• Intermediate knowledge in telecommunications networks
• Basic knowledge of computer security
• Ability to investigate infrastructure issues (disk space, memory, load) from command line. 
• Filesystem understanding 
• Log investigation (search patterns, understand logging structure) 
• Identify processes linked to a specific application. 
• Network interfaces check / opened ports / active users connected on the same server. 
• Team player who is self-motivated and capable of working autonomously. 
• Willing and able to learn quickly new skills and technologies. 
• Willing to work one weekend per month, to cover our global service. 
• Degree in Engineering with focus on computer science and telecommunications.

• Monitoring of existing contracts with our clients, to guarantee attention according to the SLA.
• Work independently with problem analysis and in implementing workarounds through proper observance of Support standards and conventions. 
• Analyze, diagnose, and provide workarounds until the fix can be supplied to the customer. 
• Be available to work flexible hours. 
• Provide technical expertise on Idemia products and support fundamentals to internal or external customers as required. 
• Assist all support team staff as required to meet deadlines and Customer support priorities. 
• Establish and maintain trust with the customer, providing technical assistance as required. 
• Monitoring of the existing contract with providers involved in the provision of the service; to ensure the performance of the defined activities to meet the commitments agreed with customers, service levels, scheduled and corrective maintenance.
• Follow up on the execution of works carried out by second-level support to ensure compliance with standards, specifications, and scheduled activities.
• Provide input as required on product and customer specific functionality, configuration, and usage for training and documentation purposes. 
• Share skills and experience with other groups within the organization, with the aim of establishing consistency and improving quality within the company. 
• Proactively and promptly identify and assist to resolve, any relevant key issues and/ or risks. 
• Understand, follow, improve upon all formally communicated methodologies, processes, policies, and values. Focusing always on delivering consistent, reliable, repeatable, scalable and quality outcomes. 
• Provide support and encouragement to other team members and participate in the up-skilling and training of colleagues and new staff. 
• Analyze failure and ensure operational recovery within agreed SLA through standard procedure or ad-hoc workarounds. 
• Work on continuous improvement process by analyzing recurrent incidents and designing long term solutions and by working with IT on monitoring improvements.
• Follow up on incidents and document their solution.

• University degree in the field of engineering, mathematics or computer science, or equivalent experience including professional programming, testing or technical background. 

• Windows operating systems
• Databases: MSSQL Server and SQL queries 
• Be familiar with terms like VPNs, Firewalls, API's, LAN, ISP, DNS.

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